:ADT

Revision as of 18:21, 2 April 2019 by Marques.Phillips (talk | contribs) (IP Cameras)

ADT

Support Process

Objective

Provide a complete instruction to ensure that all agents have clear understanding in support ADT customer. Accurately transfers the relevant information and facilitates compliance with reading and using this SOP.

Procedure

When Convergys agent receive technical support call from ADT installer or ADT customer, Convergys agent will provide basic troubleshooting to customer.

Firmware Download

Dahua-ADT device has a special firmware which different with DNA firmware. Link to download Dahua-ADT device firmware: http://linksinet.com/download.html Please be sure to confirm the model number and serial number to confirm that customer owns ADT device. When in doubt, ask Tier 2 agents to confirm before providing the download link to customer.

Call Escalation

When escalation needed, Convergys agent have two options below:

1. Follow Dahua regular escalation process.

2. Inform the customer that they can contact Dahua-ADT technical support hotline (877)609-1936.

Products

Recorders

NVRs

Model Image Channels Manual Firmware
NVR4204-P NVR4204-P.jpg 4
NVR4208-8P DHI-NVR4208-8P.jpg 8
NVR7416-16P-ADT-x(updated by 06/10/2017) NVR7416-16P-ADT-x.jpg 16
NVR3204-P (updated by 06/10/2017) NVR3204-P.jpg 4
NVR3208-8P (updated by 06/10/2017) NVR3204-P.jpg 8
NVR3216-P (updated by 06/10/2017) NVR3204-P.jpg 16
NVR4416-16P NVR4416-16P.jpg 16
NVR6064 (updated by 2017/10/17) NVR6064.jpg 64
NVR4XXXX-XP-4KS2-XT-Alpha NVR4000-4KS2.jpg
NVR7416-16P NVR7416-16P.jpg 16

DVRs

Model Image Channels Manual Firmware
XVR5104HS-ADT XVR5104HS-ADT.jpg 4
ADT_XVR5x16HS FW upgrade 16
XVR5108HS-ADT XVR5104HS-ADT.jpg 8
DVRXX04-HF-A/L/U-E (XX could be 04, 08, 16) DVRXX04-HF-ALU-E.jpg 4, 8, or 16
HCVR4104/08HS-ADT-x(updated by 27/3/2017) HCVR4104.jpg 4 or 8
HCVR4116HS-ADT-x(updated by 27/3/2017) HCVR4116HS-ADT.jpg 16
DVR7804S-U/DVR7808S-U/DVR7816S-U DVR7804S-UDVR7808S-UDVR7816S-U.jpg 4, 8, 16
DVR5104C(updated by 13/4/2017) DVR51xxC.jpg 4
DVR5108C(updated by 13/4/2017) DVR51xxC.jpg 8
DVR5116C(updated by 13/4/2017) DVR51xxC.jpg 16

Cameras

IP Cameras

Model Image Manual Firmware
IPC-HDBW5220E-Z/IPC-HDBW5421E-Z/IPC-HFW5421E-Z(updated by 13/10/2017) IPC-HDBW5220E-Z.jpg
IPC-HDBW4120E/IPC-HDBW4220E/IPC-HFW4120E/(updated by 13/10/2017) IPC-HFW4120E.jpg
IPC-HFW4231E/IPC-HDBW4231E/IPC-HDBW5231E-Z(updated by 13/10/2017) IPC-HDBW5231E-Z.jpg
IPC-HDBW4231/HFW4231/HDBW5231 FW

IP PTZ Cameras

Model Image Manual Firmware
SD32203S-HN(updated by 13/10/2017) SD32203S-HN.jpg
SD3282D-GN (updated by 13/10/2017) SD3282D-GN.jpg
SD22204T-GN (updated by 13/10/2017) SD22204T-GN.jpg

Software

Name Description Download Link
ADT VideoView (Windows)
ADT VideoView(Mac)
ConfigTool
Hard drive space calculator